Posted by: Connie Smith
I received another interesting question the other day from one of our customers about the flow of the evaluation form. Here is the question:
It used to be that the evaluation form was set up in chronological order according to the call flow with "opening" as the first skill and "closing" as the last skill listed on the form but that has changed.I have my coaching and evaluation template broken down by categories. I had a question from one of the staff who asked if the categories could be split. Basically, under the call handling category, I have 5 skills/questions that are part of the beginning of the call and the end of the call. Because the wrap up and the closing occur at the end of the call, she feels it may be easier for the reviewer to complete the evaluation form in the order of how the assessment flows. She is looking at it from the perspective of a reviewer and that is the way I originally thought too, but the opening and closing are all part of call handling. I would like your opinion on the industry best practice. She suggested that I split the call handling up into two categories – Category One (call handling at the beginning of the assessment) and Category Two (call handling at the end of the assessment).
The new school of thought and best practice is that it is more important to put skills in the correct "buckets" or "categories" so that you can run category reports and trend to see skill gaps and strengths in "like" areas.
I understand the resistence to moving to categories on the evaluation forms but with automation, it is simple to pop back up to the top of the form to fill in the closing. Simple that is, if you have a manageable number of skills. Give it a try for a while, and I bet before too long, it won’t even be an issue.
How do you have your evaluation forms set-up? How many skills and categories are you tracking?
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Post tags: contact center best practices, agent evaluation, contact center, call center, CSR skills
9:52 AM
